IT Helpdesk Support Engineer

As part of our clients Shared Services IT Department, this role provides technical IT assistance and support to all users across multiple entities. Support services provided by this role involves interaction with users via telephone, messages, and email, and includes first level support for all hardware computer and mobile devices, as well as first level support for all software and applications deployed across all sites and entities.

The role reports to the Group IT Help Desk Team Leader, and is part of the Help Desk Support team, which provides extended hours of coverage to support Eastern States and Western Australian offices.

Key Responsibilities Include:

• Providing Level 1 and Level 2 support to end-users, troubleshooting hardware and software issues,
• Development and management of Computer SOE images,
• Support of MS Azure and O365 Services (Teams, Exchange, SharePoint, Office),
• Support of MS Multi-Factor Authentication (MFA),
• 1st level Firewall Security Protection (FortiCloud), and Advanced Threat Protection
• Management of ad-hoc data recoveries and restores,
• Ensuring all support activities have valid support tickets, are logged within the IT service management application, and adhere to IT service level agreements,
• Management of desktop Windows operating systems inclusive of support and upgrades,
• Assisting in the installation, configuration, and maintenance of IT systems and applications,
• Collaborating with other IT team members to escalate and resolve complex issues,
• Documenting processes, procedures, and resolutions for knowledge sharing.
• Development and maintenance of positive relationships with all users across the Group.
• Ensuring a duty of care is always maintained in relation to occupational health and safety.
• Participation in IT projects as required.

Education:

• Completed Tertiary Education in a relevant field.

Experience

• Proven experience in a helpdesk or technical support role,
• Sound operational experience in an IT Support role.

Knowledge, Skills and Abilities:

• Ability to work autonomously, and in a team environment
• Strong interpersonal skills to interact with all levels of staff and management
• Strong knowledge of Microsoft Windows and Office suite,
• Basic understanding of networking concepts,
• Excellent problem-solving and communication skills

About Network One:

Network One is an outsourcing company that genuinely cares about its people. We put our staff first and believe that strong outcomes for clients start with engaged, supported employees. Rather than just working for our clients, we work collaboratively with both our clients and our staff, creating opportunities, opening doors, and building long-term success for everyone involved.